Reports To Manager, Production Support
The Production Support Engineer is a
versatile and highly motivated individual who supplies front line technical support and
customer service. As a Production Support Engineer, you will be responsible for providing
escalation technical and developer support for production issues for customers. Being a
vital part of the Production Support team involves working on highly complex systems and
providing general technology support services for both internal and external clients,
ensuring overall customer satisfaction and total resolution of each support incident. Your
role as a production support professional will be as a central figure supplying technical
expertise to our clients as well as to other Adaptis team members.
The Production Support Engineer will
be based in our Seattle, WA office and play an integral role in the success of the
Production Support team. Specifically s/he will be responsible for:
Managing resolution of technical
issues for a distinct set of clients. Clients are internal and external users of the QNXT
application who provide business critical services for Health Plans.
Troubleshooting complex software
application issues. Issues to be resolved require a broad range of troubleshooting skills
related to: software functionality, application server setup, database management, data
analysis, and third party products (BizTalk, Informatica, Macess.EXP, QNXT, Oracle)
Providing excellent client management
inclusive of excellent communications, responsive follow through, and advocacy for client
issues within internal departments. The Production Support Engineer will analyze trends
associated with the customer base and report potential areas of risk or reward to Manager,
Prioritizing numerous issues of
varying severity, and effectively manage the resolution of all issues within accepted
Collaborating extensively with peers,
Business Analysts, Operations Staff and Account Managers to resolve client issues while
actively contributing to a growing knowledge network that improves the effectiveness of
our team and the information available to our clients.
First level system administration of
client environments including: Tracking all changes and working with our internal teams to
ensure optimal performance and response times.
SKILLS and ABILITIES
Strong written and verbal
Experience in the health insurance
industry, payer oriented processes and systems.
Familiar with SQL Server database
and data analysis.
Familiar with J2EE or .NET
architecture; Web Services (SOAP, XML); configuring Web servers (Apache, IIS) and the
infrastructure necessary support a dynamic website (load balancers, connecting to
Demonstrated leadership ability,
strong team player who enjoys working in a fast paced atmosphere.
Ability to manage multiple
priorities, commitments and projects.
Self motivated, directed and
passionate about what you do.
Must be able to work the occasional
weekend, holiday and after hours support.
BS in Computer Science/Engineering,
MIS or related engineering/science fields.
3-5 years experience in engineering, engineering
support, or technical support environment or equivalent consulting experience.
Prior customer-facing experience a must.
Individual must have working experience with three
or more of the following: Windows 2000 and up, SQL Server 2000 and up, Oracle 8i and up,
Web servers (Apache or IIS), J2EE architecture, or .NET architecture.
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